Are you customer focused and enjoy helping others? Do you enjoy problem solving? Are you seeking a professional workplace with established processes? Are you looking for a stable, yet fast-paced dynamic environment where you're treated like family and people care about one another?

If you answered yes to any of the questions above, then we need you as our Chat/Email Specialist! See the details of the position below.

Watch now to learn about The Pond Guy: https://qrcodes.pro/sIkmTV

Job Description
Our Chat/Email Specialist is a critical contributor to providing our customers with quality service. Expect detailed training to achieve mastery of processes regarding our products and customer service procedures. There is a family dynamic at The Pond Guy that extends to the customer as we strive to give them the highest quality service possible.

Here are some examples of the actual work your day would include.

• Promptly respond to customer queries via email, text and live chat
• Assist customers with technical product questions, sales, and order taking via email, text and chat by developing an extensive knowledge base and troubleshooting skills of products
• Provide maintenance plans for customers to follow based on their individual pond needs
• Be proactive by asking relevant questions to provide the best solutions for customer needs
• Research through multiple sources when needed to determine best product/solution for the customer
• Use metric goals to improve job performance
• Provide high quality engagement both in response time and quality of answer
• Encourage customers to register their equipment purchases
• Work directly with customers on returns, warranties, deliveries and escalated concerns via chat and emails
• Document customer concerns and resolutions with a high level of detail
• Special projects

Hybrid Position

Our Chat/Email Specialist role is a full-time/year-round position that is hybrid. It offers time to work both at home and onsite at our headquarters, 15425 Chets Way Armada, MI 48005. Applicants should live within 120 miles or up to 2 ½ hours away from our location. When working from home, employees must be able to meet the standards of The Pond Guy's telecommuting policy which include internet speeds and workspace requirements.

Don't know about ponds? That's ok! You'll be trained to be proficient in your job. We utilize an interactive combination of hands-on and visual training to ensure everyone has a full understanding of The Pond Guy's proactive approach to pond management.

Job Requirements
To be successful in this role, you need to have a certain amount of knowledge and skills:

• One year of face-to-face sales or customer service experience preferred
• Basic mathematic calculations, conversions & ratios
• Ability to effectively communicate with customers while documenting relevant information regarding their interaction
• Technical background is a plus
• Excellent written and verbal communication skills
• Proficient in grammar and punctuation
• Hands-on mind set with ability to work in an office environment
• Proficient computer knowledge in word and excel
• High School diploma, college degree preferred
• Ability to meet the standards of telecommuting (remote work) policy

This position requires manual dexterity for typing, sitting at a desk and looking at a computer screen for typing for long periods of time. In addition, portions of the training require Chat/Email Specialist to shadow other departments that may require physical activity including lifting 25-35 pounds and standing for long periods of time.

We need a Chat/Email Specialist that has a positive attitude and the words "can't" and "impossible" are not a part of your vocabulary. You'll have the ability to learn quickly and retain a large amount of information to help develop exceptional customer service representatives. This person should continually add value to the organization beyond their day-to-day tasks.

Availability

This is a full-time position for the 9:45am-6:15pm shift, however there may be flexibility in scheduling down the road. This includes a minimum of 2 Saturdays per month during peak season, March - October.

Compensation
This is a full-time hourly position with the base pay of $17-20/hour based on experience. You can also earn bi-weekly and annual commissions, based on your individual performance. Benefits include:

• Blue Cross Blue Shield Healthcare
• Dental Insurance
• Vision Insurance
• Short-term Disability Insurance
• Long-term Disability Insurance
• Accident Insurance
• Critical Illness Insurance
• Life Insurance
• Paid Time Off
• Holiday pay
• 401k with employer 4% match
• Referral program with opportunities to earn $1,000 per referral

Company Overview
TPG, Inc. is a growing company with over 140 employees. We are a manufacturing company for pond, lake and water garden supplies with customers in all 50 states servicing both wholesale and end-users. We have customers with large ponds used for swimming, fishing and ice skating and customers with decorative water gardens containing Koi, waterfalls, and plants. Our mission is to be a group of passionate, knowledgeable pond people helping the world enjoy ponds. We offer innovative, proven solutions delivered with a commitment to complete satisfaction... guaranteed.

TPG, Inc. is not just a team, we're a tribe. A tribe is more like a family and is ongoing. We have fun, pursue our goals together and feed on each other to grow. Becoming part of TPG, Inc. means more than getting a job it's a career move. We will give you the support you need to grow with us.

Company Divisions
TPG, Inc. encompasses a family of businesses to support customers in all pond aspects.
Airmax, Inc. – business-to-business and manufacturing. airmaxeco.com
The Pond Guy, Inc. – direct-to-consumer. thepondguy.com
The Pond Guy, Inc. – local services division. weknowponds.com

How To Apply For Position
Step 1: Submit Resume.
Step 2: If selected for further review, you will receive a request to take a ten-minute survey. Please complete the survey within three days of receipt.
Step 3: If selected for further review, you will be contacted for an interview.

The Pond Guy, Inc. prides itself on the quality of its employees and as such, candidates who receive a job offer will be required to successfully pass a drug/toxins test and background check.

Reference: 500000_510_Chat/Email Specialist Hybrid